IT Operations Expert - Microsoft Dynamics CRM

Contributing your strengths: your qualifications

• Bachelor's degree in Information Technology, Engineering, or a related field (or equivalent experience).
• 3+ years of experience in IT Operations or Application Support, within Microsoft Dynamics 365 CRM, or Power Platform environments.
• Practical experience operating and supporting business-critical applications in a live production environment.
• Good understanding of Microsoft Dynamics 365 (Customer Engagement), Power Platform, and Azure-based integrations.
• Experience with application troubleshooting, user administration, roles and access, incident triage, and operational support.
• Experience troubleshooting across application, integration, and interface layers, including Azure-based integrations.
• Practical knowledge of IT service management processes, including incident, problem, change, and service request management.
• Experience with ticketing (ideally ServiceNow), monitoring, operational documentation, and knowledge management tools.
• Strong analytical and problem-solving skills, with the ability to independently investigate and resolve operational issues.
• Strong communication and collaboration skills, with a structured, reliable, and service-oriented approach in an international environment.

• Fluent in English (written and spoken); additional languages such as Spanish or German and relevant Microsoft certifications are considered an advantage.

Join Liebherr, a global leader in engineering and manufacturing, as we advance our digital transformation journey. We are looking for a motivated IT Operations Expert - Microsoft Dynamics CRM & Azure Integrations (m/f/d) to support and operate our global CRM and Field Service platform (OneCRM), based in our IT Shared Service Centre (LSS) in Madrid.

In this role, you will be responsible for the day-to-day operation and support of Microsoft Dynamics 365 (Customer Engagement) and its Azure-based integrations, ensuring system stability, service quality, and business continuity. You will provide hands-on application support, investigate incidents and integration issues, and work closely with business users and technical teams to ensure reliable operations.

Working as part of the global OneCRM IT Operations team, you will collaborate with the Team Lead, developers, infrastructure teams, support partners, and business stakeholders. You will also contribute to service stabilization, operational readiness, and continuous improvement as OneCRM is progressively deployed across Liebherr's international Sales and Service Companies.

Creating passion: your responsibilities

• Perform day-to-day operations and support for Microsoft Dynamics 365 (CRM) and related Azure integrations, ensuring system stability and service continuity.
• Handle incidents, service requests, and operational tasks, ensuring effective investigation, documentation, follow-up, and resolution.
• Provide hands-on user and application support, including troubleshooting, user administration, roles, access, and issue resolution.
• Monitor and support interfaces between Dynamics 365, SAP, master data systems, and other connected applications.
• Investigate application and integration issues, perform root-cause analysis, and coordinate resolution with relevant technical teams.
• Support deployments and releases from an operations perspective, including environment checks, testing support, and release validation.
• Maintain and continuously improve operational documentation, support procedures, and knowledge base content.
• Identify recurring issues and contribute to problem management, preventive actions, service stabilization, and continuous improvement.
• Collaborate with business users, developers, infrastructure teams, and external support partners, escalating complex or critical issues when required.
• Translate operational findings into improvement proposals, change requests, and problem records to continuously enhance the OneCRM service.

The working location for this position will be in Madrid city where we are setting up a new office. We operate a hybrid model, requiring at least 40% of the working time spent on-site on a weekly basis.